FreedomPop

We're sorry to hear the customer was not satisfied with our services. Our records indicate they accepted a 1-month free trial of two paid subscriptions: Premium 2GB ($24.99/mo) and Premier ($9.99/mo). The trials renew according to their designated price point if not downgraded prior to renewal.

We disclose these details and reiterate them in a follow-up confirmation email which also includes instructions on how to manage their subscriptions through their account.

The account renewed on 4/15/18 accordingly and was canceled altogether on 4/20/18 - a full refund of these valid renewal fees were issued on 4/25/18. There is no further action to be taken on this account. We apologize for any inconvenience experienced.

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Franklin Wireless R850 hotspot on 3/17/18, which included a free trial of our Premium 2GB plan ($24.99) and Premier service ($9.99). These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage or cancel their subscriptions through our self-help tools.

Though live phone support does require a VIP subscription, we ensure all of our customers have access to free support at freedompop.com/contact, Facebook.com/freedompop, twitter.com/freedompop and forums.freedompop.com.

The customer came in contact with our team on 3/27/18, requesting information on how to cancel the account. Our agent responded with explicit instructions on how to cancel the account. Since the account was never canceled as instructed by our agent, the plan renewed accordingly on 4/19/18.

As our records indicate the device was delivered to the entered address, shows usage and the plans were not downgraded/canceled as instructed by our team - the charges for the plans selected are valid. In any case, we've gone ahead and issued a full refund of their selected subscription as a courtesy, there is no further action that will be taken on this account.

We apologize for any confusion, our records indicate the customer's concern has since been addressed via our support channels.

The accounts have been canceled and all eligible charges were refunded accordingly. If the customer feels anything was left unresolved, we request they provide additional information so we can investigate.

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered 2 LTE SIMs on 3/15/18.

SIM #1 included a free trial of our Semi-Annual subscription for FreedomPop Phone Premier Semi-Annual ($26.94) and Premium LTE 2GB Unlimited Semi-Annual ($71.94) These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal.

SIM #2 included a free trial of our monthly subscription for Premium 2GB LTE Unlimited ($24.99) and FreedomPop Phone Premier ($7.99). These too become paid subscriptions that are charged accordingly if not downgraded prior to renewal.

Our checkout page explicitly states the free trials will renew on a paid subscription according to their accepted trial period. The follow-up confirmation email reiterates this and provides instructions on how to mange their subscriptions through their account.

Despite the charges being valid, we issued a refund for their renewal, after the customer canceled their accounts on 4/19/18. There is no further action to take on this account, we apologize for any inconvenience.

We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM KIT 3-in-1 (Order #***) on 3/18/18, which includes a free trial of our Premium 2GB ($24.99) and FreedomPop Phone Premier ($7.99). These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

However, the customer did downgrade their account to our Basic LTE 200 ($0.00). The customer then added FreedomPop Data Rollover ($3.99) on 4/6/18, but deactivated the service the same day. Therefore, the user incurred a charge of $3.99. This charge was refunded after the user reached out to support on 4/9/18.

The customer reached support on 4/13/18 regarding the 500 MB plan. However, this plan was not available for the customer as it was not compatible with an LTE SIM. The 500 MB plan is tailored to suit phones and hotspots. However, the customer's request was accommodated and placed on the 500 MB plan.

Please note: the customer was informed if any changes are made to the plan, their will be no reinstatement of the 500 MB plan.

There is no further action required on this complaint.

The customer is correct in that our terms did at one point reflect 500MB as the minimum data plan. However, these terms may change as outlined on the first section of the terms linked by the customer. Below is a direct quote from the section referenced above:

"IF YOU DO NOT AGREE WITH ANY OF THESE TERMS, DO NOT ACCESS OR OTHERWISE USE THIS SITE, ANY SERVICES MADE AVAILABLE THROUGH THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITE. YOUR USE OF THIS SITE AND SERVICES SHALL BE DEEMED TO BE YOUR AGREEMENT TO ABIDE BY ALL OF THE TERMS AND CONDITIONS APPLICABLE TO YOUR USE OF THE SITE AND SERVICES. FREEDOMPOP MAY MAKE CHANGES TO THE CONTENT AND SERVICES OFFERED ON THIS SITE AT ANY TIME. FREEDOMPOP CAN CHANGE, MODIFY OR ADD OR REMOVE PROVISIONS OF THESE TERMS AT ANY TIME BY POSTING UPDATED TERMS ON THIS SITE AND/OR BY PROVIDING YOU WITH NOTICE OF SUCH CHANGES BY EMAIL USING THE EMAIL ADDRESS THAT YOU HAVE PROVIDED TO US. IF ANY CHANGE, MODIFICATION, ADDITIONAL PROVISION OR REMOVAL OF A PROVISION IS UNACCEPTABLE TO YOU, YOU MUST STOP USING THIS SITE AND THE SERVICES. IF INSTEAD, YOU CONTINUE TO USE THIS SITE OR THE SERVICES, YOU WILL BE CONCLUSIVELY DEEMED TO HAVE ACCEPTED THE CHANGE."

FreedomPop has made an exception for this customer as a courtesy and assigned a 500MB plan for free on their LTE SIM. This was done under the condition that the plan would not be altered. If the customer does not with to proceed with our terms, they may request a cancellation. A refund of their $0.01 SIM order would be issued promptly. Beyond the assigned 500MB plan under the specific conditions previously described, FreedomPop will not be making any other adjustments in regards to this complaint.

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 3/15/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

n the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped.". The device/subscription arrives activated to faciliate the start up process as many customers expect the device and service to be ready to go upon arrival.

The customer's account associated with ***@yahoo.com remains active as they have yet to cancel. The customer may cancel their account should they not wish to continue, at which point a pro-rated refund will be issued.

The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".

We can confirm the customer has canceled the account associated with ***@yahoo.com. Therefore, a prorated refund of $65.92 has been refunded. Please allow 3-5 business days for the refund to process.

There is no further action needed on this account as it remains canceled and a refund has been issued.

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Freedom Spot Overdrive (Order #***) on 8/20/18, which includes a free trial of our Premium 2GB ($24.99). These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

Our records indicate the account associated with ***@jkbff.com was successfully downgraded and had not incurred any charges until 2/2/18 when the account incurred a renewal charge of $24.99 for Premium 2GB. Then the account was also charged on 3/2/18 and 3/31/18.

The reason these charges were made was because the account entered a dormant state due to inactivity for a billing cycle. Therefore, when the account was reactivated, the system reactivated the service of Premium 2GB. Customers may always log into their account and verify which services they are subscribed to. Information on how to successfully log into one's account can be found here in this link we've provided:
https://support.freedompop.com/app/answers/detail/a_id/2110/kw/log%20into%20account

We can confirm the account associated with ***@jkbff.com was canceled on 4/18/18 and three refunds of $24.99 were issued for a total of $74.97.

There is no further action required on this complaint as the requests have been previously honored.

We're sorry to read of the customer's unsatisfactory experience with us regarding the $15.00 top-up charge. These charges are incurred in order to allow a user to continue using their device past their data allowance. However, we were able to notice the customer reached out via Social support and was honored the refund of $15.00 and was also granted 1GB of data for any inconvenience caused on the user's end.

There is no further action needed on this case.

We're sorry to hear this and request further details to properly investigate the claim. We are asking for the customer's account phone number(s) associated with the charges so we can take a look.

We're sorry to hear the customer is having trouble with their order. We request additional information such as the account email and order number associated with the missing order.

We sincerely apologize for the confusion provided regarding Order #***. Our records indicate although the order was submitted on 3/22/18, the payment of $38.98 was never captured. The amount of $38.98 might have showed as pending on the customer's end, but it was never captured on our end.

Therefore, there is no record of $38.98 being captured to refund. The charge was authorized on 3/22/18 and then expired on 3/29/18. The customer is more than welcome to provide such outlined statement here so we may verify. However, should the user not provide any documentation indicating the charge was captured, we recommend they check with their banking institution.

We're sorry to hear the customer is having trouble with their account's billing. There is no account associated with the customer's name or email that has incurred a charge on March 23rd. Additionally, it is not possible for an account cancellation to trigger a new subscription. We apologize for any miscommunication from our support team.

To locate the account in question, we'll need the customer's first and last 4 digits of the card that incurred a charge. For security purposes, we request the customer reaches us at ***@freedompop.com with "Revdex.com Case XXXXXX" in the subject line to keep their information private.

We apologize for any trouble experienced with our service. Though the customer states to have been unable to access their plan's data, our records indicate there is usage on the account every month from April 2017 to April 2018. As such, we will not be refunded their renewals.

The refund that was issued was for ta double-billing that occurred on the account - this was a confirmed error and was addressed accordingly.

However, there is insufficient information to confirm the customer's claim that our minute logs are inaccurate. We request the customer provides us with screenshots of their minute count according to the phone/phone call, so we can compare it to our internal log.

Lastly, the 2500 minute cap is outlined in our terms of service's Fair Usage Policy under "Minute Fair Usage" and is disclosed prior to checkout.

Based on the information provided in this complaint, the customer is not eligible for any additional refunds.

On our end it appears as though a 6-minute call was broken down into 6 different listings. If the customer believes there's been an error, we request that they provide a screenshot of the call's duration from their end. This way our dev team can confirm any discrepancies and investigate the potential bug.

They may send the screenshot to ***@freedompop.com with their Revdex.com case in title.

Also, though usage is logged by the app for data when placing calls/texts, data usage which is incurred for calls/texts does not count against their plan's data allotment, it is credited back.

We look forward to the customer providing a screenshot via email.

Adding to our update, could the customer please specify which call was deducting minutes more than it should have.

They may provide this in the email send with the screenshot.

We apologize for any trouble experienced with our service, our records do not indicate the customer downgraded or canceled their subscriptions at any time.

To investigate the concern, we went ahead and logged in "as user" to the customer's account for further insight on their described issue with the inability to cancel or downgrade. Upon logging in, we were able to locate the described cancelation and downgrade options without any discrepancy.

Since there was no usage, we went ahead and refunded their 2 valid renewals as a courtesy and canceled the customer's accounts. Please allow 3-5 business days for the refunds to process.

The accounts associated with ***@gmail.com have been canceled per customer's request. There are no more accounts associated with ***@gmail.com which to cancel nor downgrade.

We have attempted to locate an alternate account with the user's credentials. However, this has been done to no avail. Due to security purposes we request the user to reach out at freedompop.com/contact should they have another active account which they seek assistance for.

There is no further action needed on this complaint.

We can see the customer signed up on 1/13/18 for 2 LTE SIM cards which each included their individual 1-month trial of our Semi-Annual subscription for FreedomPop Premier ($26.94) and Premium 2GB data plan ($71.94). This is billed once every 6-months as disclosed prior to checkout.

Following the order, we send a confirmation email which includes the subscription details along with instructions on how to downgrade or cancel their subscriptions.

The renewal was first attempted on 2/16/18 and failed until 3/12/18 when it finally processed. The account was canceled by the customer on 3/12/18, through the provided instructions in their confirmation email, after the charge had already processed. No charges were processed after cancellation.

As the charges were valid, our agent offered a pro-rated refund on 4/13/18. The accounts have been canceled and refunded accordingly - there is no further action to take on this account.

We apologize for any confusion that may have occurred. Our records indicate the customer ordered an LTE SIM on 8/8/17, which includes a 1-month free trial of our Premium 2GB LTE Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is explicitly disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

We can see the customer downgraded their Premium 2GB plan on 8/8/17 to our Basic $0.00/mo plan, they were not charged for the plan on this device thereafter. The customer left the FreedomPop Phone Premier service active ($7.99), which has resulted in continued renewals of the service. Our team removed the Phone Premier service upon request on 1/18/18 and explained the validity of the charges. The customer disputed the charge with their bank on 1/23/18, resulting in an account cancellation per our terms of service.

As the charges were valid and the customer has already filed a dispute with their bank, there is no further action FreedomPop can take on the account. Prior to The customer will need to resolve the dispute with their banking institution.

As previously stated, being the charges were valid and the customer had already filed a dispute with their bank, there is no further action FreedomPop can take on the account. The customer will need to resolve the dispute with their banking institution.

We apologize for the inconvenience being experienced by the customer. Our records indicate the customer subscribed through our BYOD program which allows customers to activate eligible devices with our service. This particular promotion required a $20 credit on the account. This covers the phone activated on the account, not any future devices the customer wishes to activate under this same account.

If the customer has purchased a new 3rd party device and wishes to activate it on FreedomPop, they may do so by visiting freedompop.com/byod. Once they have paid for activation of their device, we can swap it over to their existing account to keep the same billing term and plan.

If the customer wishes to proceed with this option, we request they reach us at ***@freeddompop.com with their account information and include "Revdex.com Case XXXXXX' in the subject line. The account credit has since been reinstated.

Our records indicate the user reached out via our Community and was assisted with the swap.

There is no further action needed on this complaint as the user's request has been honored.

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered two LTE SIM cards on 1/9/18, which included a 1-month free trial of our Semi-Annual subscription for the Premium 2GB plan ($71.94) and Phone Premier ($26.94). These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

FreedomPop had access to the PayPal account because this was the payment method the customer manually provided us, specifically to cover their order and subscriptions - this was not the result of malicious activity.

Any customer on a paid talk/text/data plan have access to our phone support team, those on a free talk/text/data plan are required to have a Premium VIP subscription in order to access phone support. However, we offer various free alternatives such as email, social media, community support and our self-help knowledge base.

In any case, we can see the customer was refunded for their subscriptions and credit fees as of 4/23/18 - please allow 3-5 business days for the refunds to process.

We're sorry to know the customer was not satisfied with our previous response to their complaint. However, our records indicate the customer ordered a Tablet GSM (Order #XXXXXXXX) on 12/20/17, which included a free trial of our FreedomPop Premier ($7.99). These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

Although the customer was entitled to a base plan of 500MB, this was exceeded in the first month which is why the customer incurred a top-up fee of $15. We disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $15.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."

As the customer disputed the top-up fee of $15 with their financial institution, their account was canceled as this is in violation of our agreement. FreedomPop's policy states that if a customer has concerns with billing, shipping or tech related issues to please contact our customer support team for assistance before contacting your financial institution to receive proper assistance and to avoid account cancellation.

Unfortunately, due to the dispute, the customer must resolve the issue with their financial institution.

All accounts associated with ***@yahoo.com remain canceled and no further charges have been issued.

As the customer has been previously refunded on 4/23/18 for charges associated with the LTE SIM Kits, there will be no further action taken on this complaint.

This doesn't sound right, ***. Our team is looking into this matter to ensure there is no discrepancy.

We apologize for any inconvenience experienced with our service. Our records indicate the customer has used nearly their entire data allotment during each of their active billing cycles.

During their last two billing cycles, usage appears as follows:
Nov 18, 2017 - Dec 18, 2017
13.58GB used out of 3.00GB plan.

Dec 18, 2017 - Jan 18, 2017
15.56GB used out of 3.00GB plan

We are unaware of where the customer states we advise on a 2 top-up maximum, as our policy appears to show 7 top-ups per month. We request a link or screenshot of where the customer is seeing disclosure of 2 top-ups maximum.

In any case, top-ups are only incurred when a customer is using data beyond their plan's allotment. To avoid these charges, a customer can either disable the top-up feature altogether, or monitor their usage to prevent going over their selected data allotment.

As a courtesy, our team previously refunded $30 in auto top-ups that were incurred on 12/30/17. Since the opening of this complaint, we have gone ahead and refunded an additional two top-ups ($15/each) that were incurred on 12/29/17. â?¨Since these charges were valid, we will not be issuing further refunds on this account. Please allow 3-5 business days for the refunds to process.

As stated in our previous update, we request the user to provide a link or a screenshot of where the customer is seeing disclosure of 2 top-ups maximum. The customer may send the screenshot via email to ***@freedompop.com along with the Revdex.com case in title.

Our records indicate the account exceeded it's data allotment in the last two billing which appears as follows:
Nov 18, 2017 - Dec 18, 2017
13.58GB used out of 3.00GB plan.

Dec 18, 2017 - Jan 18, 2017
15.56GB used out of 3.00GB plan

Therefore, the account incurred top up charges as the data usage is well over the allowed base plan. We will not be issuing any further refunds as we've previously issued refunds as a courtesy.

We're sorry to hear of the customer's unsatisfactory experience with us. Though we do offer 100% free options, we also offer paid subscriptions and trials for said subscriptions.

Our records indicate the customer ordered a Franklin Wireless R850 on 11/24/17, which includes a 1-month free trial of our Premium 2GB plan and FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

Though the charges were valid, we've gone ahead and refunded an additional renewal ($34.98) along with their $15 account credit and canceled the account. Please allow 3-5 business days for the refund to process.

The checkout page explicitly states the subscription that is being selected and must manually be opted into prior to checkout.

Attached is an example of the various touch points where the subscriptions are disclosed prior to checkout on a hotspot funnel. A follow-up email reiterates this along with clear instructions on how to manage the instructions. We've attached a screenshot of the follow-up email that was sent to the customer at ***@gmail.com shortly after their order was placed.

Our team previously refunded the last 3 charges on the account for a total of $84.96 and canceled the account as requested. There is no further action to be taken on this account.